Thank you to our sponsors who make this Project LIFToff incentive possible, including Daniels Bistro, World Way West Cafe/Encounter Restaurant and hotel/restaurant members of Gateway to LA,
including:
Starline Tours, Universal Studios Hollywood, LACMA, Buca di Beppo Restaurant - Universal City, Hornblower Cruises & Events, Malibu Family Wines, Pedal or Not Electric Bicycle Tours
Photo (courtesy of the Daily Breeze) shows employees at
LAX taking the Resiliency Edge "kick off" class. To view a news story about the class, click
here.
A woman approached traffic officer Raymond S on the Arrivals level very upset. She leaned out the window of her car and was nearly incoherent as she told of her concern for her daughter’s safety. Raymond used his engagement skills to calm her by walking over to her window on the driver’s side and adopting a calm voice. She told him she was worried because she couldn’t find her daughter and he told her not to worry that he would help her.
He asked her questions in a calm voice and gradually he discovered that she had arrived at the airport two hours earlier to pick up her young daughter who was flying into LAX alone and had been driving around hoping to see her daughter at the arrivals curb. When she called the airline and learned that her daughter’s flight had landed nearly an hour earlier she went into a panic.
Raymond reassured her he would help. He was proactive. First, he suggested she park her car and directed her where to do that. Then he told her she should come back to him. She thanked him for his concern, and when she returned after parking the car he walked her to a monitor. He showed her where she could find the carousel for her daughter’s flight. He told her she might well find her daughter waiting there, he said, and if not she should come back and they would try another approach to solve the problem.
But no need. She found her daughter by the carousel, where the baggage had been delayed. The woman was calm now as she told Raymond how embarrassed she was for being hysterical, and she thanked him for being so patient.
He said, “No problem, ma’am. That’s what I’m here for."
Entry Num:
299
Company:
Traffic
Employee:
Airport Police
Name:
Don Shaw
Comments:
We had a situation today which was well handled by the non-emergency police unit and we wanted to pass it along. A very distressed passenger came to the booth. She had her elderly father and two children with her. She had left her car with LAX Valet Service, but when she returned from her trip and called their number she got a disconnect. We called the number with the same result and then checked with Information which gave us a second number.
Same result.
We called Airport Police non-emergency to see if they had any information. They immediately sent an officer – a great service touch! - who gave the woman a ride to Airport Valet on Sepulveda and Westchester Expressway. The family stayed with us. When the woman returned with the car she said the Valet’s phones were not operating. She was very grateful for the prompt, helpful response of the AP police. Indeed!
